Business Solutions Specialist II (Concierge)

This position is remote/work from home and can be located anywhere within the United States. Candidates located in Central Time Zones are preferred.

The Business Solution Specialist II is an administrative role responsible for managing communication and transaction support between Manheim, commercial clients, and buyers. This role ensures accurate gate pass verification, timely client assistance, and adherence to company policies. Key duties include maintaining Smartsheet tracking, updating vehicle notes, generating buyer gate releases, and managing shared communication channels. The position requires strong problem-solving skills, collaboration with internal teams, and consistent achievement of KPIs while following established SOPs. Additional responsibilities include handling PSI resolutions, supporting title-related workflows, and performing related tasks as assigned by leadership.

• Efficiently manage communication between Manheim and Commercial clients and their buyers by utilizing various tools and platforms to cross-reference, research and report on gate pass information.
• Foster effective and regular communication with internal and external clients such as employees at Manheim physical sites, clients and security teams and promptly escalate any concerns to management for thorough review.
• Respond efficiently to client inquiries related to transactions while providing quality service and effective problem resolution in accordance with all company policies and procedures.
• Maintain basic Smartsheet spreadsheets for tracking verification and communication workflows for Gate Passes and other client assistance.
• Efficiently manage vehicle notes by reviewing, entering, and updating them in the system, while also monitoring shared email boxes and Teams channels to promptly research and respond to requests.
• Generate buyer gate releases through AS400 when the vehicle is available for release by reviewing buyer’s risk class, payment status and vehicle availability.  At times this could require collaboration with the other teams to determine if a release is available for units over a certain amount or clients with a high-risk class.
• Manage internal and external account relationships in assigned shared email accounts, Teams channels and phone queues by maintaining effective communications and ensuring all client requirements are met throughout the Manheim locations.
• Efficiently update SmartSheet requests by partnering with locations to get updates on lost keys, dead batteries, and pending PSIs.
• Work and close PSIs in Failed Status throughout the week.
• Efficiently follow client and procedural SOPs.
• Successfully hit established KPIs.
• Perform related duties as assigned by leadership.

Required Experience & Specialized Knowledge and skills

• Generate buyer gate releases through AS400 when the vehicle is available for release by reviewing buyer’s risk class, payment status and vehicle availability.  At times this could require collaboration with the other teams to determine if a release is available for units over a certain amount or clients with a high-risk class.
• Manage internal and external account relationships in assigned shared email accounts, Teams channels and phone queues by maintaining effective communications and ensuring all client requirements are met throughout the Manheim locations.
• Efficiently update SmartSheet requests by partnering with locations to get updates on lost keys, dead batteries, and pending PSIs.
• Work and close PSIs in Failed Status throughout the week.
• Efficiently follow client and procedural SOPs.
• Successfully hit established KPIs.
• Perform related duties as assigned by leadership.
• Other duties as needed or required
• Requires physical ability and mental acuity to execute the duties of the position successfully within required timeframes in order to meet business requirements.